[Remote] Customer Support Representative at Procore Technologies

Austin, Texas, United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Construction, SaaSIndustries

Requirements

Fluent English speaker (subject to verification via assessment)
1+ years of experience in a contact center or technical support environment; or 2+ years of related customer support experience
Must communicate optimistically, clearly, and professionally with clients to handle client inquiries (subject to verification via assessment)
Eagerness and ability to learn quickly, remain agile, adapt to a changing product, and follow processes and procedures
Strong multitasking skills with the ability to self-manage workload while providing extraordinary client experiences
Critical thinker with the ability to assess and provide proactive advice and solutions; efficiently escalate client cases quickly, when appropriate
Reliable self-starter with excellent attendance and time management skills
High School Diploma or GED required
Based within 30 miles of Austin, TX or Denver, CO (fully remote role)

Responsibilities

Deliver best-in-class customer experiences by managing cases through phone, chat, and email inquiries, enabling customers to achieve their goals with Procore’s software
Troubleshoot technical issues, diagnose root causes, and find answers through established resources
Acquire and maintain a thorough understanding of Procore’s business model, system, and technologies to educate customers and optimize their use of Procore’s software products and integrations
Meet and exceed key performance indicators (KPIs), such as schedule adherence, quality coaching, customer satisfaction, and first-contact resolution
Partner with Procore SMEs/departments to resolve complex customer issues and manage cases to resolution, leveraging strong collaboration skills
Maintain diligent attention to detail and ensure the integrity of accurate documentation, record keeping, and data security
Demonstrate a positive attitude and respect for coworkers and customers, building and maintaining warm working relationships
Convey Procore’s culture and values of Openness, Optimism, and Ownership in every interaction, adhering to ethical standards

Skills

Key technologies and capabilities for this role

Customer SupportTechnical TroubleshootingPhone SupportChat SupportEmail SupportCase ManagementCustomer SatisfactionDocumentationCollaborationProcore PlatformKPIs

Questions & Answers

Common questions about this position

Is this customer support role fully remote?

Yes, this is a fully remote role based within 30 miles of Austin, TX or Denver, CO.

What experience is required for the Customer Support Representative position?

Candidates need 1+ years of experience in a contact center or technical support environment, or 2+ years of related customer support experience, plus fluent English speaking abilities subject to assessment.

What key skills are needed to succeed in this role?

Essential skills include strong communication to handle inquiries optimistically and professionally, quick learning and adaptability, multitasking, critical thinking for proactive solutions, and reliable self-management with excellent time management.

What is the company culture like at Procore for this team?

Procore fosters a dynamic, diverse, and fast-paced environment with values of Openness, Optimism, and Ownership, emphasizing positive attitudes, respect, collaboration, and ethical standards.

What makes a strong candidate for this Customer Support Representative role?

Strong candidates have the required experience, demonstrate optimistic and professional communication (verified via assessment), show eagerness to learn quickly, excel in multitasking and critical thinking, and embody Procore's values of Openness, Optimism, and Ownership.

Procore Technologies

Construction management software for project efficiency

About Procore Technologies

Procore Technologies provides construction management software that helps streamline and improve the efficiency of construction projects. Its platform includes a variety of tools that assist with different stages of construction, such as prequalification, bid management, estimating, quality and safety management, design coordination, and Building Information Modeling (BIM). This software allows construction teams to enhance communication and visibility between field and office operations, which helps ensure projects are completed on time and within budget. Procore stands out from its competitors by offering a comprehensive all-in-one solution and personalized support services, including training and resources tailored to the specific needs of different clients. The company's goal is to be a trusted partner for construction professionals worldwide, enabling them to successfully manage their projects and adapt to industry trends.

Carpinteria, CaliforniaHeadquarters

2003Year Founded

$552.3MTotal Funding

IPOCompany Stage

Industrial & Manufacturing, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Hybrid Work Options

Professional Development Budget

Risks

Increased competition from new entrants like OpenSpace could challenge Procore's market position.

Dependency on FYLD integration may pose risks if FYLD's platform encounters issues.

Adoption challenges or technical issues with Procore AI Solutions could impact user satisfaction.

Differentiation

Procore offers a comprehensive suite covering all construction stages, from preconstruction to closeout.

The platform integrates BIM and AI solutions, enhancing project management and safety.

Procore's global reach with over 1,000,000 projects in 125 countries sets it apart.

Upsides

Procore's AI solutions aim to boost efficiency and safety in construction management.

The FYLD integration resulted in a 12% productivity gain, enhancing field-office connectivity.

Investment by LMR Partners LLP indicates strong confidence in Procore's growth potential.

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